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Defective shipment / No help from customer service / Issue with Deutsche Post
Summary: bixtron reported issues with unjust deficiencies related to the late scanning of deliveries by a postal service. Despite providing evidence like tracking numbers and delivery scans, his complaints were dismissed by the company's review, with no adjustments made to the reported defects. bixtron expressed frustration over the service's response, particularly highlighting discrepancies in scanning timestamps and their impact on expected delivery dates. miriam@ebay acknowledged the situation but cited internal data showing late scans and deliveries, suggesting no adjustments could be justified. bixtron remained dissatisfied and concerned about the handling of future issues, while considering further review.
Hello,
Yesterday at lunchtime I had tried to get the unjustified defects regarding shipments sent after the deadline removed by phone. They didn’t want to look at the defects, but instead decided to immediately declare them justified. I wasn’t allowed to explain myself either; they became provocative, or even asked me to present proof like posting receipts/scans. Things were claimed, such as that, for the system, it makes no difference whether I upload a parcel shipment number with a successful acceptance scan or a letter tracking number without an acceptance scan. English words in the middle of sentences again and mumbling... There were no answers to simple questions. I’m not surprised anymore and by now I don’t care either. If they feel good about it, fine.
I explained that there had been occasional delays, but they were also justified - only positive feedback from buyers - so there were no problems in that regard. Unfortunately, they then fixated exactly on that and ignored the rest.
Later I received a message in which the rejection of a requested removal is explained. This defect wasn’t discussed at all during the phone call... Of course I’m again being told to change my handling time. But I see no reason to do that if I’m meeting the delivery times! Especially since that doesn’t help. The same problem still exists, because there is no posting scan, or if it is scanned late or delivery is delayed, I get another defect.
The customer certainly isn’t happy about the increased handling time & the delays in shipping - which actually aren’t delays at all, because where eBay says 1-2 days, in reality it takes 1-4 business days! If one wants to move away from the supposed rule “buy a stamp via eBay = day of posting,” then we sellers need to be protected by not issuing a defect when the delivery scan is present within 4 days - period. I would be lying to my customers if I followed eBay’s specifications in this regard!
The issue is settled for me, but I still hope for a review of the defects where, in my opinion, it is obvious that Deutsche Post is at fault. But there are also errors on eBay’s side:
17-14880-91333 - purchased 13/07 (after shipping cut-off). Shipped on 14/07. First scan on 17/07.
11-14954-86197 - purchased 28/07 (after shipping cut-off). Shipped as a small parcel on 29/07. First scan on 30/07. Delivery on 01/08. From 29/07 to 01/08 is 3 business days, so it was delivered on time.
06-14712-15908 - purchased 30/05 (after shipping cut-off). Shipped as a small parcel on 01/06, since 31/05 was a Sunday. First scan only on 03/06.
08-14718-52145 - purchased 02/06. Shipped on 02/06. First scan only on 05/06. The defect overview here also shows the wrong order date again: Jun 01, 2026 15:21(?)
13-14715-79229 - purchased 03/06. Shipped on 03/06. First scan only on 05/06. Even after that, it took 5 days until the delivery scan.
05-14738-68751 - purchased 05/06. Shipped on 05/06. First scan only on 09/06.
25-14771-23780 - purchased 20/06 (after shipping cut-off). Shipped on 22/06, since 21/06 was a Sunday. First scan only on 24/06.
19-14783-06393 - purchased 21/06 (Sunday). Shipped as a small parcel on 22/06. First scan only on 26/06.
04-14631-98497 Here I can no longer see the shipment details, but it took 1 week after purchase until the delivery scan was available.
17-14570-97073 Here too no shipment details, but again an order over the weekend. According to eBay, the first scan was recorded 2 days too late. The buyer left positive feedback and mentioned the fast shipping.
In addition, some defects will probably arise for which I am also not responsible. I told him that in the conversation and I should get in touch as soon as it’s time - but I’d like to have that clarified in advance.
This concerns the orders since 14/08. On the one hand, further processing by the post office is currently delayed, which was also confirmed to me. I am still dropping off at the same branch and the shipping cut-off times have not changed. On the other hand, Deutsche Post’s tracking seems to be going haywire...
For example (this affects almost all letter/small-parcel shipments):
04-15041-79418 purchased on 14/08 after shipping cut-off. Stamp bought on 14/08. First scan Sunday 00:00. Posting according to eBay 16/08 (Sunday). Here the employee would probably have told me that I posted it on Sunday... It’s already marked as late. "Estimated delivery date shown to buyer: 17 Aug 2026 - 19 Aug 2026" Today is 20/08 and the delivery scan is still pending - so I’m getting a defect because eBay recorded it incorrectly!
(14-15023-65737 DPD shipments are still being recorded incorrectly too. Even though I posted the shipment on 14/08, eBay shows me: Sent to buyer 17/08.).
Here are examples of the tracking:
The shipments I posted yesterday, on 19/08, also haven’t been scanned yet (the same will probably apply to the shipments from today). Order 01-15063-78808 was posted at the same time as the letter shipments at the branch - even more than 1 hour before the letter shipping cut-off (all verifiable via paper receipt). I hope that is enough proof to have the defects that will arise removed. The shipments have already been on the way for 1-2 days - according to eBay, that’s the maximum delivery time...
As I said, it would be nice if an employee could make a note of this or if I - once it comes to that - receive appropriate support. Thank you very much!
miriam@ebay
Hello @bixtron ! In addition, I also looked at the orders 11-15047-14743 and 06-15059-53960 that you specifically mentioned.
For removal, the shipment data submitted to eBay must, among other things, show that the handover scan took place within the specified processing time or that the shipment was delivered by the latest estimated delivery date at the latest, or that delivery was attempted.
For both orders, the tracking was uploaded in time, but the first scan did not take place until 23/08 and thus after the specified processing time. Delivery also took place after the latest expected delivery date in each case. Unfortunately, none of these removal criteria have therefore been met.
I understand your objection that, according to your own statement, you handed the shipments in at the post office earlier. However, the purchase of a shipping label or the electronic notification cannot generally be equated with a handover scan under the criteria currently in force.
With that, I have explained to you the assessment of the cases mentioned that we can understand. We cannot offer you a different decision, and I therefore consider this discussion closed at this point.
Kind regards
Miriam
bixtron
OP1 week ago · EditedThere wasn’t any discussion at all(?) I laid out the facts. You continue to ignore the repeatedly presented evidence of the incorrect recording by eBay and the incorrect delivery times and the obviously incorrect scans (double at 00:00).
Other things are also still being ignored - you’re ignoring the statement from the specialist department as well. Or would you kindly like to finally confirm to me that these people have been lying to me about this again and again for the last 2 years?
Same with the statement "please get in touch as soon as it’s time".
It’s a shame that you keep throwing a spanner in the works and actually want to claim that I drop off shipments on Sunday and deliberately hold them back.
As I said, your phone customer service is currently completely useless either way. That you’re now going down this road too is not only sad, it also makes me a bit afraid, because despite the evidence you don’t want to act.
But whatever, I did say that I’d have the matter reviewed and then eBay can justify these defects - I wonder how eBay wants to do that with letter deliveries (see principles/terms of use, there is no "handover scan"). I had already offered in the conversation to name the witnesses who would even testify to this in court.
I can also prove that eBay has already acted arbitrarily towards me several times in this matter.
This is going to be interesting. Also how eBay wants to challenge my countless pieces of evidence on this.
But when it comes to money - then you can toss it around (see my post "Return: Buyer demands more than paid").
Such an utterly untrustworthy and by now ridiculous relationship can no longer be continued. I’m now focusing on outside eBay, where there isn’t some Indian Thomas breathing down my neck and calling me a liar.
bixtron
OP1 week ago · EditedWell..
So much for “contact us as soon as it’s due” and “If any more are added later, they can then be reviewed via the Portal for seller inquiries.”
“A review of the details showed that, according to the tracking information (A005E7F1110000001D92), the item was both shipped late and delivered late. In future, please make sure to always ship items within your stated handling time.”
Delivery date, mind you, was 24/08 - recorded incorrectly, 25/08 would be right :)
<1 day delivery time for a letter. What are they smoking in the specialist department? I can’t even anymore :D
Absolute clown show.
bixtron
OP1 week agoI understand and will not comment further on this post. The matter will be reviewed and acted on depending on the result.
Too bad, but thanks for the response, Miriam.
miriam@ebay
Hello @bixtron ! I was happy to take another look at the shipping defects and shipment data you mentioned on behalf of @selinab@ebay .
I understand your objection, especially since you say you handed in the shipments on time each time. However, for assessing whether shipping was on time, the data from the shipping provider sent to eBay is decisive. An electronic notification or the purchase of a shipping label alone does not yet confirm that the shipment was actually handed over to the shipping provider within the processing time.
In the examples I checked, the first relevant scan was each time after the stated latest shipping date, and delivery also took place after the originally expected delivery date. Based on the shipment data available to us, I therefore unfortunately cannot see any basis on which we could remove these shipping defects.
It is of course frustrating if Deutsche Post scans a shipment only later, even though you handed it in earlier. However, without a corresponding scan within the processing time, timely handover cannot be confirmed based on the tracking data.
We cannot proactively review defects that have not yet occurred. If more are added, they can then be reviewed via the portal for seller inquiries.
Best regards
Miriam
bixtron
OP1 week agoAbove all, this is about not even one percentage point; then I’d be back under 3%, and I wouldn’t care about the rest. But no, you’re just completely shutting everything down. Crazy.
bixtron
OP1 week agoWhat’s up with
11-15047-14743
06-15059-53960
How do you assess these orders and their defects?
bixtron
OP1 week ago · EditedAnd I actually gave some thought, against all logic & fairness, to increasing the processing time to 1 day.
But that changes absolutely nothing about the delivery times, the scans, the missing drop-off scan, or the incorrect recording by eBay. Which means: I’d have the same crap, only then I’d be making myself look worse again than I actually am.
The only logical consequence would be to stop buying labels through eBay and give up seller protection. It’s also insanely unfair to more or less force us to buy the postage through eBay and then not do anything when problems arise.
I mean.. I’m not going back to Netto if I got 3 rotten bananas there...
hasjana
Mentor1 week agocurrently @selina_b@ebay is online, maybe she can help you out 🙂
bixtron
OP1 week agoHello,
That would be very nice. As you could probably tell, I'm really at my wit's end with this topic... The first of the "presumably resulting" defects have already been flagged for the next assessment...
Thanks a lot!!
bixtron
OP1 week ago · EditedI’m providing a ton of evidence here for my innocence and eBay's non-functioning system.
bixtron
OP2 weeks agoI ask once again for clarification of this matter. Thank you.
bixtron
OP2 weeks agoFor order 25-15031-83612, the buyer provided an incorrect delivery address. I already asked for the correct delivery address, but have not yet received a response and therefore doubt that I will be able to drop off the package today.
bixtron
OP2 weeks agoI checked everything again today, and it still seems that the majority wasn't scanned properly, if at all.